911 Telecommunicator

Panama City, City of•Panama City, FL

5d•Onsite

About The Position

Under the general guidance and leadership of the Chief of Police, the 911 Telecommunicator processes citizen requests for emergency and non-emergency response by the Panama City Police Department and after-hours Panama City Utilities Department. This highly responsible, emergency-essential position performs duties to prepare, repair, and recover the City before, during, and after adverse storm events or other natural or manmade conditions. The role requires sound judgment, calm and professional communication, and the ability to work effectively in a high-stress emergency communications environment. The employee may be assigned other related duties.

Requirements

Graduation from high school or possession of an acceptable equivalency diploma.
Current or prior certification as a Telecommunicator issued by the State of Florida.
Ability to type 25 CWPM.
Ability to learn and operate radios, Windows-based computer programs, DAVID, EAGENT, RMS, and computer-aided dispatch systems.
Ability to complete all state requirements for Telecommunicator certification.
Ability to communicate effectively and tactfully with people at all levels of society.
Ability to work rotating shifts, including nights, weekends, and holidays, in 24/7 operations.
Knowledge of geography, streets, landmarks, and jurisdictions within the service area.
Knowledge of emergency communication procedures, including call-taking, dispatching, and radio communication protocols.
Knowledge of Microsoft Office products, including Word, Excel, PowerPoint, and Outlook.
Strong active-listening skills and ability to extract essential information quickly and accurately under pressure.
Ability to remain calm, focused, and professional during emergencies, crises, and emotionally charged interactions.
Ability to type accurately and rapidly to document calls and relay information.
Ability to learn proprietary and third-party software independently and adapt to evolving technology, systems, and procedures.
Ability to use independent judgment while following established processes and procedures.
Ability to multitask, stay organized, and manage changing priorities.
Ability to maintain confidential and sensitive information and understand the importance of accuracy.
Ability to solve problems resourcefully in accordance with established policies and practices.
Ability to develop and maintain effective working relationships with City team members, elected officials, agencies, and the public.
A comparable amount of training or experience may be substituted for the minimum qualifications.

Responsibilities

Process emergency and non-emergency requests for police and after-hours utility personnel.
Operate computer systems to process information requests, analyze responses, and relay information to responders in a timely manner.
Maintain the status of assigned personnel, including their location, availability, and equipment.
Coordinate the movement and assignment of personnel and equipment to provide city services effectively and promptly.
Operate communications equipment, including radios, telephones, data-recording devices, TTY devices, and computers.
Use logic and sound judgment to assess the type of service required by citizens and officers in the field.
Interpret codes, ordinances, policies, procedures, and geographical boundaries.
Coordinate services using information sources such as NCIC/FCIC, Computer-Aided Dispatch, Records Management Systems, databases, and directories.
Enter data into CAD systems, logbooks, and records management systems.
Work necessary shifts, including 12-hour and rotating shifts, and be subject to emergency recalls.
Perform other duties as assigned.
Prepare for, assist with, and support City recovery from storms and other emergencies.